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At a Glance
Market Segments
Mid-Market (64.2% of reviews)
Mid-Market (45.7% of reviews)
Entry-Level Pricing
No pricing available
$19.00 1 user per month billed annually
Ada
Star Rating
(168)4.6 out of 5
Market Segments
Mid-Market (64.2% of reviews)
Pros & Cons
Entry-Level Pricing
No pricing available
Learn more about AdaZendesk for Customer Service
Star Rating
(6,660)4.3 out of 5
Market Segments
Mid-Market (45.7% of reviews)
Pros & Cons
Entry-Level Pricing
$19.00 1 user per month billed annually
Free Trial is available
Browse all 7 pricing plansSummary
AI Generated Summary
AI-generated. Powered by real user reviews.
- Users report that Zendesk Support Suite excels in its ticketing system, with a score of 9.0, making it a preferred choice for organizations that prioritize effective ticket management. In contrast, Ada's ticketing system, while functional, does not reach the same level of performance, scoring lower in user satisfaction.
- Reviewers mention that Ada shines in its AI capabilities, particularly in Natural Language Understanding (NLU) and automation features, scoring 8.1 and 8.7 respectively. Users appreciate how these features enhance customer interactions, whereas Zendesk's automation features, while solid, do not match the same level of sophistication.
- G2 users highlight the ease of use of Ada, which received a score of 9.0 for its user interface, making it more accessible for teams without extensive technical expertise. In comparison, Zendesk Support Suite, with a score of 8.5, is seen as slightly more complex, which may require additional training for new users.
- Reviewers say that Zendesk's quality of support is highly rated at 8.4, with many users praising the responsiveness and helpfulness of the support team. Ada, however, outshines in this area with a score of 9.4, indicating a more favorable experience for users seeking assistance.
- Users on G2 report that Zendesk's reporting and analytics features are robust, scoring 8.3, which allows for detailed insights into customer interactions. However, Ada's analytics capabilities, while functional, do not provide the same depth, scoring lower at 7.8, which may limit data-driven decision-making for some users.
- Reviewers mention that both platforms offer customization options, but Ada's customization interface is rated higher at 8.7, allowing users to tailor their experience more effectively. Zendesk's customization options, while good, score 8.1, indicating that users may find Ada more flexible for their specific needs.
Pricing
Entry-Level Pricing
Ada
No pricing availableZendesk for Customer Service
Support Only (Team)
$19.00
1 user per month billed annually
Integrated customer support
- Email & social media
- Web widget & mobile SDK
- Pre-defined business rules
Free Trial
Ada
No trial information availableZendesk for Customer Service
Free Trial is available
Ratings
Meets Requirements
8.7
129
8.6
5,118
Ease of Use
8.9
132
8.6
5,162
Ease of Setup
8.6
116
8.0
3,186
Ease of Admin
8.8
120
8.2
3,073
Quality of Support
9.4
129
8.4
4,796
Has the product been a good partner in doing business?
9.4
119
8.4
2,999
Product Direction (% positive)
9.3
126
8.0
4,771
Features by Category
Ticket and Case Management
Not enough data
8.8
2552
|
Verified
Not enough data
8.7
2567
|
Verified
Not enough data
8.5
2492
|
Verified
Not enough data
8.4
2337
|
Verified
Not enough data
8.2
1921
|
Verified
Not enough data
8.4
2398
|
Verified
Not enough data
8.6
2386
|
Verified
Not enough data
8.3
1853
|
Verified
Generative AI
Not enough data
7.6
384
Not enough data
7.6
385
Agentic AI - Help Desk
Not enough data
7.8
245
Not enough data
7.9
245
Not enough data
8.0
246
Communication Channels
Not enough data
8.5
2060
|
Verified
Not enough data
8.8
2310
|
Verified
Not enough data
8.4
1724
|
Verified
Not enough data
8.0
1428
|
Verified
Not enough data
8.0
1313
|
Verified
Platform
Not enough data
7.8
1387
|
Verified
Not enough data
8.0
1777
|
Verified
Not enough data
8.3
1947
|
Verified
Not enough data
8.2
1739
|
Verified
Not enough data
7.9
2339
|
Verified
Not enough data
8.0
2407
|
Verified
Core Conversational Capabilities - AI Chatbots
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Data
7.7
5
Not enough data
8.0
5
Not enough data
Interaction
7.0
5
Not enough data
8.3
5
Not enough data
8.3
5
Not enough data
9.0
5
Not enough data
9.0
5
Not enough data
Task & Flow Management - AI Chatbots
Not enough data
Not enough data
Not enough data
Not enough data
Learning
7.3
5
Not enough data
6.3
5
Not enough data
Deployment & Embedding - AI Chatbots
Not enough data
Not enough data
Not enough data
Not enough data
Content Generation
7.7
5
Not enough data
7.7
5
Not enough data
Admin & Configuration - AI Chatbots
Not enough data
Not enough data
System
7.7
5
Not enough data
7.7
5
Not enough data
7.3
5
Not enough data
7.3
5
Not enough data
Agentic AI - AI Chatbots
6.7
5
Not enough data
7.0
5
Not enough data
8.0
5
Not enough data
7.7
5
Not enough data
9.0
5
Not enough data
6.3
5
Not enough data
7.7
5
Not enough data
Monitoring & Improvement - AI Chatbots
Not enough data
Not enough data
Reliability & Safety - AI Chatbots
Not enough data
Not enough data
Messenger
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Channels
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Customers
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Agentic AI - Conversational Marketing
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Channels
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Design
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Generative AI
Not enough data
Not enough data
Not enough data
Not enough data
Usability
Not enough data
8.3
667
Not enough data
8.3
663
Not enough data
8.4
632
Reporting
Not enough data
8.3
590
Not enough data
7.9
563
Not enough data
8.2
644
Generative AI
Not enough data
7.3
179
Not enough data
7.2
178
Responses
8.2
12
8.3
63
8.5
13
8.6
68
8.1
12
8.2
68
Automation - AI Agents
Not enough data
7.6
26
Not enough data
7.8
26
Not enough data
7.7
26
Not enough data
7.7
26
Not enough data
7.9
26
Platform
9.0
10
8.3
68
8.1
12
8.3
66
8.7
10
8.4
63
Autonomy - AI Agents
Not enough data
7.9
25
Not enough data
7.6
26
Not enough data
7.5
26
Not enough data
7.6
26
Generative AI
Not enough data
7.8
32
Not enough data
8.2
31
Responses
8.6
69
8.1
468
8.7
63
8.1
465
9.1
68
8.3
449
8.6
66
8.1
448
8.0
56
8.2
356
Platform
8.9
60
8.6
471
8.4
62
8.3
468
8.6
63
8.3
463
7.7
68
8.2
464
7.7
49
Feature Not Available
8.7
59
Feature Not Available
8.6
66
8.4
454
Generative AI
8.3
9
8.2
113
7.6
9
8.2
112
Conversational Platform
9.1
18
8.1
859
8.3
12
8.3
716
9.0
14
8.2
684
8.3
11
8.2
749
Support Automation
8.6
15
8.2
714
8.7
18
8.3
757
8.8
17
8.4
711
9.0
18
8.1
788
Generative AI
Not enough data
7.8
204
Not enough data
7.8
203
Messaging Channels
Not enough data
7.6
78
Not enough data
9.1
171
Not enough data
8.3
94
Not enough data
8.5
101
Administration
Not enough data
8.2
108
Not enough data
8.9
156
Not enough data
8.3
111
Not enough data
8.4
144
Platform
9.4
6
Not enough data
8.9
6
Not enough data
8.3
6
Not enough data
8.9
6
Not enough data
7.8
6
Not enough data
9.4
6
Not enough data
Channel
9.2
6
Not enough data
9.0
5
Not enough data
9.4
6
Not enough data
8.9
6
Not enough data
Generative AI
8.9
6
Not enough data
8.9
6
Not enough data
Not enough data
Not enough data
Customer Support
9.5
7
8.1
82
6.9
7
7.6
77
9.0
8
8.1
84
Automation
8.3
8
8.1
83
8.3
8
8.2
83
7.5
8
8.1
84
Artificial Intelligence
7.7
8
7.8
83
8.8
8
7.7
82
9.2
8
7.7
84
Generative AI
Not enough data
Feature Not Available
Not enough data
7.9
207
Not enough data
Feature Not Available
Communication
Not enough data
8.6
950
|
Verified
Not enough data
8.5
964
|
Verified
Not enough data
8.1
720
Not enough data
8.5
737
|
Verified
Not enough data
8.0
520
Internal Use
Not enough data
8.0
1777
|
Verified
Not enough data
8.5
849
|
Verified
Not enough data
8.1
650
Not enough data
8.5
898
Not enough data
8.6
824
|
Verified
Not enough data
8.3
848
|
Verified
Generative AI
7.5
8
Feature Not Available
Self-Service Experience
8.5
75
8.5
1499
8.3
72
8.5
1436
8.1
50
8.0
1024
7.8
26
7.7
648
8.3
31
8.0
780
Self-Service Platform
8.7
30
8.2
828
8.5
33
8.2
841
8.3
34
7.7
658
8.0
35
8.2
806
Agentic AI - Customer Self-Service
7.2
6
8.3
63
7.5
6
8.3
63
7.8
6
8.2
64
7.5
6
8.7
63
8.6
6
8.6
61
5.3
6
8.2
63
7.2
6
8.1
63
Generative AI
Not enough data
7.4(won by default)
77
Not enough data
7.5(won by default)
78
Process
Not enough data
8.4(won by default)
564
Not enough data
9.1(won by default)
741
Not enough data
8.9(won by default)
689
Channels
Not enough data
9.0(won by default)
740
Not enough data
8.4(won by default)
586
Not enough data
8.7(won by default)
563
Not enough data
8.2(won by default)
485
Not enough data
8.3(won by default)
421
Insight
Not enough data
8.2(won by default)
539
Not enough data
8.3(won by default)
648
Not enough data
8.5(won by default)
562
Not enough data
8.7(won by default)
666
Generative AI
Not enough data
7.8
67
Not enough data
7.7
66
Voice Recognition - AI Voice Assistants
Not enough data
Not enough data
Speech Synthesis - AI Voice Assistants
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Security and privacy - AI Voice Assistants
Not enough data
Not enough data
Compatibility - AI Voice Assistants
Not enough data
Not enough data
Conversational AI - Conversational Commerce Platforms
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Platform integration - Conversational Commerce Platforms
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Analytics and Reporting - Conversational Commerce Platforms
Not enough data
Not enough data
Not enough data
Not enough data
Customer Query Resolution - AI Customer Support Agents
8.3
9
8.4
70
8.0
9
8.2
71
7.6
9
8.3
71
8.7
9
8.3
69
9.1
9
8.3
70
Customer Interaction Automation - AI Customer Support Agents
5.2
8
8.2
70
7.3
8
8.4
70
8.5
9
8.4
70
8.0
9
8.5
70
Automation
8.1
9
8.6
70
8.0
9
8.6
71
5.0
8
8.0
70
Autonomy
6.9
8
8.2
70
7.7
8
8.4
69
7.6
9
8.4
70
8.0
9
8.3
71
Agentic AI - AI Agents
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Platform
Not enough data
9.4
8
Not enough data
9.2
8
Not enough data
9.5
7
Not enough data
9.8
8
Not enough data
9.0
8
Not enough data
8.7
5
Not enough data
9.2
8
Not enough data
8.5
8
Workforce Management Platform Features
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Categories
Categories
Shared Categories
Ada and Zendesk for Customer Service are categorized as Conversational Commerce Platforms, AI Customer Support Agents, Customer Service Automation, Conversational Support, Customer Self-Service, AI Agents For Business Operations, Chatbots, Digital Customer Service Platforms, and Social Customer Service
Unique Categories
Ada is categorized as Multilingual Customer Support, AI Voice Assistants, AI Chatbots, Customer Communications Management, and Conversational Marketing
Zendesk for Customer Service is categorized as Workforce Management, Help Desk, Live Chat, Shared Inbox, Complaint Management, and Proactive Notification
Reviews
Reviewers' Company Size
Ada
Small-Business(50 or fewer emp.)
Mid-Market(51-1000 emp.)
Enterprise(> 1000 emp.)
Zendesk for Customer Service
Small-Business(50 or fewer emp.)
Mid-Market(51-1000 emp.)
Enterprise(> 1000 emp.)
Small-Business
(50 or fewer emp.)
Mid-Market
(51-1000 emp.)
Enterprise
(> 1000 emp.)
Reviewers' Industry
Financial Services
15.4%
Telecommunications
8.6%
Information Technology and Services
6.2%
Consumer Services
6.2%
Retail
5.6%
Other
58.0%
Computer Software
14.1%
Information Technology and Services
12.8%
Financial Services
5.8%
Retail
4.8%
Consumer Services
4.4%
Other
58.1%
Discussions
What is Ada used for?
1 Comment
A
Customer Service. Answering Basic FAQ and performing self service automation.Read more
Ada has no more discussions with answers
Is zendesk any good?
8 Comments
AM
For support teams, Zendesk Support is fantastic and will do everything you want it to do. Zendesk Support can not be easily adapted for use with other...Read more
Is there a free version of Zendesk?
7 Comments
AG
Zendesk Support Suite offers a free 14 - day trial.Read more
What is Zendesk Support Suite?
4 Comments
VC
Zendesk Suite is the collection of Zendesk products and capabilities that provide you with the tools you need to create a complete omnichannel support...Read more
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